Customer Care Agent

Position Overview

Customer Care Agent (Reports To: Customer Care Manager). This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Key Responsibilities

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Data entry including making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Take paperwork from the “ready to be filed tray” and place it in each customer’s folder.
• Store the previous month’s files in VRC boxes at the end of each month.
• Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise.

Required Qualifications

• Requirements: Ability to work on a team with the Customer Service Manager and Director of Operations; must have some computer knowledge; ability to work with internal office personnel, sales & development representatives, records center personnel, and management; ability to work with external customers, potential customers, vendors, and suppliers; ability to retain knowledge of service lines, prices, and delivery times; ability to multi-task, prioritize and manage time effectively; flexible, spontaneous, and able to deal with the unexpected.
• Education: One (1) years’ experience; knowledge and ability in English and grammar; pleasant telephone voice/manner; ability to operate simple office equipment; typing skills (preferably 45-55 wpm) with 95–100% accuracy; proven customer support experience; proficiency in 10-key by touch.
• Work Environment: Must be able to tolerate heat in the summer and cold in the winter.
• Physical Demands: Regularly required to stand and walk; occasionally required to sit, climb/balance, stoop, kneel, or crouch; must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs; regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.